In your first email, check your spelling of complaint
Have capitals for the first letter in the subject line.
'the' or 'a' complaint letter?
this (single) kind of matters (plural?)
With 'follow' you need a 's'- 'follows'
suggestions for each problem
'on' / 'and' confused in first and second email.
resident's / residents
informed who?
be concerned about something
Remember that you are giving suggestions in the second email, not stating what has already been done.
'was not given any'- was done without any
complained that
accept /accepted
It is because / This is because
In the letter, you confuse response / respond
thanks (informal) for your concern
change to someone who can...
Use the specific letter language more.
how can they contact you?
Date: 22 March 2011
From: Jan Wong <janwong@ceml.com.hk>
To: Becky Chan <beckychan@ceml.com.hk>
Subject: Compliant letter help
Hi Becky
I have got the complaint letter about our estate management on our new garbage collection system. I know you have handled this kinds of matters before. So I need you help. The problems are as follow:
1. Unable to get spare keys during holiday
2. Security problem caused by risk from lost keys
3. No consultation before introducing new garbage collection system
4. Staff attitude and helpfulness
I have attached the complaint letter. It is good for you to give me some suggestions in each problem. Please reply soon.
Cheers
Jan
Date: 22 March 2011
From: Jan Wong <janwong@ceml.com.hk>
To: Richard Chan <richardchan@ceml.com.hk>
Subject: Complaint about estate management
Dear Mr. Chan
I would like to inform you that there is a complaint letter about our estate management on our new garbage collection system. I would like to summarize the causes and corresponding solutions.
1. Spare keys during holiday
The resident noticed that she was unable to get the spare keys during Chinese New Year Eve. We think that it is the resident responsibility to keep the key. Also, we had already informed that management office was closed during public holiday and resident can contact estate committee chairman to solve any emergency situation.
2. Lost keys
The resident concern the security problem if the keys are lost. Anyone can access the back stairs easily through garbage room. The exit door has installed the alert system to alert anyone get into the back stairs without permission. Also, CCTV system has already set up in that area.
3. No consultation with residents
The introduction of new garbage collection system was not given any consultation with residents. After investigation, the consultation section had been outsourced to the ABC research company. All the information was received from that company and the result showed the majority of residents agreed this new system.
4. Staff attitude and helpfulness
The residents complained our staff in the management office was rude and unhelpful. We accepted this complaint. It is because the new staff was not yet pass the trial period and we have terminate the employment contract with him.
Finally, I need your approval for the above suggestions. Thank you very much
Regards
Jan Wong
Collier Estate Management Ltd
22 First Street
Ma On Shan
22 March 2011
Eleen Ma
4/F Richard Court
Ma On Shan
Dear Ms Ma
Re: Various issues
I am writing to response to your suggestions on our estate new garbage collection system.
First, We are sorry that you were unable to take the spare key during public holiday. Unfortunately, We have already announced that our management office had to close during that period. For any emergency situation, resident should contact estate committee chairman directly.
Second, thanks for your concerning about our security issue.In fact, our company has already established high standard of security. The exit door has installed the alert system to alert anyone get into the back stairs without permission. Also, CCTV system has already set up in that area to prevent robbery.
Third,we are sorry that you could not give any opinions during the consultation section. It was because we have outsourced this process to another research company., Any Consultation was held by that company and we find that we just only make the decision according to their findings.
Finally, we apologize for our staff without providing any service to satisfy your need. In order to maintain our high quality service, we have decided to change another experienced staff to provide better service.
It is good for us to receive customer valuable opinion to improve our services. To show our goodwill, we will offer you a supermarket coupon. Please kindly contact me if you have any enquiry.
Feedback
In your first email, check your spelling of complaint
Have capitals for the first letter in the subject line.
'the' or 'a' complaint letter?
this (single) kind of matters (plural?)
With 'follow' you need a 's'- 'follows'
suggestions for each problem
'on' / 'and' confused in first and second email.
resident's / residents
informed who?
be concerned about something
Remember that you are giving suggestions in the second email, not stating what has already been done.
'was not given any'- was done without any
complained that
accept /accepted
It is because / This is because
In the letter, you confuse response / respond
thanks (informal) for your concern
change to someone who can...
Use the specific letter language more.
how can they contact you?
Date: 22 March 2011
From: Jan Wong <janwong@ceml.com.hk>
To: Becky Chan <beckychan@ceml.com.hk>
Subject: Compliant letter help
Hi Becky
I have got the complaint letter about our estate management on our new garbage collection system. I know you have handled this kinds of matters before. So I need you help. The problems are as follow:
1. Unable to get spare keys during holiday
2. Security problem caused by risk from lost keys
3. No consultation before introducing new garbage collection system
4. Staff attitude and helpfulness
I have attached the complaint letter. It is good for you to give me some suggestions in each problem. Please reply soon.
Cheers
Jan
Date: 22 March 2011
From: Jan Wong <janwong@ceml.com.hk>
To: Richard Chan <richardchan@ceml.com.hk>
Subject: Complaint about estate management
Dear Mr. Chan
I would like to inform you that there is a complaint letter about our estate management on our new garbage collection system. I would like to summarize the causes and corresponding solutions.
1. Spare keys during holiday
The resident noticed that she was unable to get the spare keys during Chinese New Year Eve. We think that it is the resident responsibility to keep the key. Also, we had already informed that management office was closed during public holiday and resident can contact estate committee chairman to solve any emergency situation.
2. Lost keys
The resident concern the security problem if the keys are lost. Anyone can access the back stairs easily through garbage room. The exit door has installed the alert system to alert anyone get into the back stairs without permission. Also, CCTV system has already set up in that area.
3. No consultation with residents
The introduction of new garbage collection system was not given any consultation with residents. After investigation, the consultation section had been outsourced to the ABC research company. All the information was received from that company and the result showed the majority of residents agreed this new system.
4. Staff attitude and helpfulness
The residents complained our staff in the management office was rude and unhelpful. We accepted this complaint. It is because the new staff was not yet pass the trial period and we have terminate the employment contract with him.
Finally, I need your approval for the above suggestions. Thank you very much
Regards
Jan Wong
Collier Estate Management Ltd
22 First Street
Ma On Shan
22 March 2011
Eleen Ma
4/F Richard Court
Ma On Shan
Dear Ms Ma
Re: Various issues
I am writing to response to your suggestions on our estate new garbage collection system.
First, We are sorry that you were unable to take the spare key during public holiday. Unfortunately, We have already announced that our management office had to close during that period. For any emergency situation, resident should contact estate committee chairman directly.
Second, thanks for your concerning about our security issue.In fact, our company has already established high standard of security. The exit door has installed the alert system to alert anyone get into the back stairs without permission. Also, CCTV system has already set up in that area to prevent robbery.
Third,we are sorry that you could not give any opinions during the consultation section. It was because we have outsourced this process to another research company., Any Consultation was held by that company and we find that we just only make the decision according to their findings.
Finally, we apologize for our staff without providing any service to satisfy your need. In order to maintain our high quality service, we have decided to change another experienced staff to provide better service.
It is good for us to receive customer valuable opinion to improve our services. To show our goodwill, we will offer you a supermarket coupon. Please kindly contact me if you have any enquiry.
Yours sincerely
Jan Wong
Estate Manager.